U.S. CHOICE AUTO RENTAL Initial Telephone and Internet Training For Basic Operations of a rental car...

U.S. U.S. CHOICE CHOICE AUTO RENTALAUTO RENTAL

Initial Telephone and Internet Training For Basic Operations of a rental car operation

Under the U. S. Choice Agreement

Created and Produced by

Jim Schalberg Auto Rental Training and Continuing Education

www.Schalberg.com

A Properly Qualified A Properly Qualified RenterRenter

Telephone QualifyingRight Driver, Right CarQualification Questions Designed To Make A Good Rental

Telephone Telephone QualifyingQualifying

First Contact On The PhoneFocus On The CallerSpeak Slowly, Clearly And Into The Mouth PieceListen!!!!

Right Driver Right Right Driver Right CarCar

Listen To The Customers RequestQualifying Questions Determine Rental Equipment Then RateListen To What The Answers Tell You Does Your Customer Read And Write In English

This is a simple business. You rent a good clean dependable vehicle at a fair price. All you ask your customer to do is bring it back in the same condition and pay your Bill!

It is your job to ask the right questions to ensure that contract!

Qualifying Qualifying QuestionsQuestions

Is The Renter And All Additional Drivers Over 25? Tells You Who And How Many Drivers

Will You Be Using The Car Locally Or Going Out Of Town? Where Is The Equipment Going

What Major Credit Card Will You Be Using? Determining If This Is A Cash Renter

How Long Will You Need The Car? Helps You Determine Rate

When Do You Want To Pick Up The Car? Lets You Check Availability Gives You An Opportunity To Turn Away An

Unwanted Rental!Decision Time!!!!

Remember!Most Accidents Are Caused by Additional Drivers…Most Not Authorized.

Under Age Drivers Are Almost 10 Times More Likely To Have An Accident!

Cash RentalsCash Rentals

Most Dangerous? Most Profitable?Minimum, Three Proofs of Residency, All Current, No Overdue amountsNever More Than a WeekNever Extend Over The PhoneNo Additional DriversA Deposit is a Deposit

Passenger Van Passenger Van RentalsRentals

Right Number Of Seat BeltsConsider Two 7 Pass Vans Instead Of 15 Most Rollovers Are Single Vehicle

Crashes Driver Must Be Well Rested Especially Cautious On Curves Re Enter Roadway Cautiously If Wheels

Drop Off The Pavement Check Tire Tread And Inflation At Least

Once A MonthRestrict Drivers To Those Familiar With The Equipment

Roll Over Danger In 15 Pass Vans Increase As The Load Increases

Inexperienced And Over Confident Drivers Contribute To Many Rollover Crashes

Cargo Truck Cargo Truck RentalsRentals

What Will You Be Carrying?Cautions Firewood Sand Or Gravel Concrete, Brick, Rubble Off Road Use

Tell The Renter The Height Of The Vehicle And To Watch For Over Hang And , Low Bridges, Tunnels Or Parking Garages – Especially Drive Through RestaurantsAn Overloaded Or Improperly Used Truck Is A Loss Looking For A Place To Happen!

No Truck Rentals for Off-Road Use!

Most Important… Right Truck for Right Job

Possible Catastrophic Possible Catastrophic Losses Losses

(Million Dollar Loss)(Million Dollar Loss)

Owners And Employees Driving Your Rental Cars And Not On A Rental AgreementRenting Into A State That Has Vicarious Liability LawsNegligent Entrustment Renting A Faulty Vehicle Making A Rental To Someone Who

Cannot Handle The Vehicle Physically Or Due To The Influence Of Alcohol Or Drugs (Even Prescribed Medication)

QuestionsQuestions

Your Rental ContractYour Rental Contract

Neat Clean and LegibleAll Information AccurateMultiple Contact NumbersRemember Return DateIT IS A CONTRACT

You and Your ContractYou and Your ContractFill out the front of the contract properlyNo Empty spacesDrivers license must be current and presentAdditional driver information must be current and completeInsurance information must be verifiedContract must be signed in front of a rental agent

Terms and ConditionsTerms and ConditionsUnderstand the back of your contractBe sure to point out the Terms and Conditions to your customerBe sure the customer acknowledges he/she understands terms and conditions

Walk AroundWalk Around

When Contract is complete Take customer out to the car Start the car and let it warm up for the customer Walk around the car and mark any dings and scratches

on the proper form Be sure to point out that there is no Glass Damage Show the customer that the car has four matching tires

etc. Put the customer in the car and show him/her the

controls Thank Them for the business

Upon ReturnUpon ReturnCopy mileage and fuel Walk around the car and inspect for any damage or missing partsAsk the customer if there were any problems with the carAccurately close the rental agreementSettle all charges and depositsThank the customer for the business

Loss Prevention Begins Loss Prevention Begins At The CounterAt The Counter

You Are The Front Line UnderwriterYour Decision To Rent Or Not To Rent Will Effect The Profitability Of Your BusinessYour Job To Be Sure The Right Driver Is In The Right CarYour Job Is To Properly Train Your Renter!

Factors In Controlling Factors In Controlling Your LossesYour Losses

A Properly Qualified RenterProper “Written” Counter ProceduresProperly Completed Rental AgreementProperly Trained Counter AgentsProper Check In And Check Out Forms That Include Signatures

Your Written Counter Procedures Must be Submitted for Approval to U.S. Choice!

Factors In Controlling Factors In Controlling Your LossesYour Losses

Proper Vehicle Inspection Prior To In-fleeting Walk Around, Before And After Each Rental

With A Signed Or Initialed Form Regular Scheduled Service Written Maintenance Procedures

Proper Maintenance Records Document All In-house Repair Orders Keep All Receipts For Outside Repair Orders Require Vendors To Provide Insurance

Certificate Keep All Receipts For Outside Repair Orders

Require Vendors To Provide Insurance Certificate

Proper Counter Proper Counter ProceduresProcedures

Follow Up For Cars On Rent Always Stay In Touch

Call Day Before Due BackProcedures In Place For Payment Charging In Advance

Helps Control RentalMakes Sure All Charges Understood

Rental Agreement And Key Control Rental Agreements Kept In Secure

Location Keys Out Of Site And Secure

Start A No Rent List Of Problem Renters

Most Common Mistake Is A Rental Agreement Not Filled Out Properly Or With Missing Or Incomplete Information!

Fleet MaintenanceFleet Maintenance

Regular Maintenance Saves MoneyWritten Policy for your Insurance CompanyNot Set Up for Retail – For Rent

Your RatesYour Rates

Never Written in Stone (or paper)Combination many componentsDo the MathWhere to Begin

Establishing Rental Establishing Rental RatesRates

Understand Rate StructureUnderstand UtilizationExpenses CategoriesFind Breakeven DaySet Your Rates ProfitablyWhat Do You Need To Make A ProfitShop Your Competition

Establishing Rental RatesEstablishing Rental Rates

Rate Structure Charged By Class Daily Rate...Hourly Day/Calendar Day Mileage Charges Weekly Rate Monthly Rate/4 Week Rate Grace Periods/Late Charges


Understanding Utilization 30 Available Rental Days Per vehicle Per Month vehicle On Rent 15 Days = 50% Utilization Utilization Is:

Sold Rental Days / Days Available


Unit Expense (Vehicle Depreciation, Interest, And Registration)

Direct Vehicle Expense (Maintenance, Repairs, Gas Oil Tires)

Other Variable Operating Expense (Vehicle Insurance, Shuttling Parking Fees)

Sales Expense (Advertising, Yellow Pages, Marketing Items)

Personnel Expense (Payroll, Payroll Taxes, Benefits)

Occupancy Expense (Rent, Telephone, Building Maintenance)

General And Administration Expense (Office Supplies, Equipment Expense, All Other)


Find Breakeven DaySet Your Rates ProfitablyWhat Do You Need To Make A ProfitShop Your Competition

Selling After Sale ItemsSelling After Sale Items

What Business are we in?Why Sell After the Sale Items?My Customers Are Turned Off When I Offer Other Things I Can Not Get My Employees to Understand

List of After Sale ItemsList of After Sale ItemsUpgrades Most CommonRenters Collision InsuranceSLI PAI PECDrivers Charges, Additional, Under AgeFuel, Clean Up, Pick up and Drop ChargesBoxes, Hand Trucks, Blankets AccessoriesMaps, Cell Phones, Windshield FluidAdd to the List?

Dangers Dangers

Not Presenting Properly Using Wrong Terms Understand the Product

Not Offering to EveryoneNot Offering to AnyoneDo Your Homework Invite Rep to Put on a Class

UpgradesUpgrades

Why Sell UpgradeWhen Is the Best TimeWhat Is the Best Way to Sell Remember What Business We are In

Renters Collision Renters Collision InsuranceInsurance

Customer ResponsibilityWhat Is CoveredCustomers Insurance CoverageCredit Card Coverage


Customer Responsibility Your Customer is responsible for damages

done to the rental car When a company is paying for the rental the

renter needs to understand he is still the responsible party for payment or damages.

A better informed and educated renter will be an asset.


Customers Insurance Coverage Most Customers believe they are “Fully

Covered. Verify your customers coverage by calling his

insurance company to be sure he/she will pay for damage done to the rental car.

Ask for fax verification Be sure your customer understands what his

insurance will and will not pay for.


Credit Card Coverage Many customers believe their credit card will

pay for damage done to rental cars. Many credit cards offer varying degrees of

coverage. Call the number on the back of the card to

verify coverage. Be sure your customer realizes what is covered

and that he/she is responsible for the rest.


Travel Guard Primary Collision Damage Waiver Insurance Alternative solution when coverage can not be

verified Answer for those that are not insured Solution for those that want to keep their

insurance company out of the equation


What Is Covered Coverage includes cost of repairs for collision

or comprehensive damage to a rental car, up to the limit of coverage, including loss of use, for which the car rental contract holds the renter responsible.

Coverage comes in two forms one for cars under $25,000.00 and one for cars over $25,000.00


Selling Renters Collision Insurance Here is a sample script for you to use.

In The Event Of An Accident, You Are Responsible For Any Damage To Or Loss Of Use To Our Rental Vehicle, Regardless Of Fault.For $19.99 for the First Day and $10.00 Per Day After That, You Can Purchase Primary Collision Damage Waiver Insurance, Which Will Pay For Any Damage To Or Loss Of Use Of Our Vehicle As Long As You Do Not Violate The Contract.Are You Interested In That Product?


When The Customer Declines Insurance Have your customer sign the following statement.

I understand that I have been offered Primary Collision Damage Insurance from Travel Guard, available through www.schalberg.com and have decided not to purchase. I understand that I will be responsible for any damage or loss of use to this rental car while it is on contract to me, regardless of fault.I understand that this rental location has no agreements with my insurance company, if any, or any credit card coverage that I have. _____________________ ____________________

Renter Additional Renter

Other Insurance Other Insurance ProductsProducts

SLI PAI PECState MinimumsWhat Does It Cover?What If Customer Goes Out of State?How to Offer these Products.

Drivers ChargesDrivers Charges

Additional Drivers Charges Spouse? Non Qualified?

Under Age Drivers Policy Permit?

Multiple Drivers Charges for Companies Convenience to Company

Additional ItemsAdditional ItemsFuel Prepaid Surcharges

Clean Up Be Reasonable Let Customer Know

Pick up and Drop Charges Pre-arranged After The Fact

AccessoriesAccessories

Boxes, Hand Trucks, Blankets, Moving AccessoriesMaps, Cell Phones, Windshield FluidHand Controls

Selling the Right WaySelling the Right Way

Most Aftermarket Items Are in the Rate if the Customer is Qualified ProperlyOffer the Items in a Plain and Simple MannerHave a Brochure Ready or a Counter Mat

Accident ReportingAccident Reporting

Make Sure the Contract is Closed FirstGo to a Quiet CornerLet the Customer Fill Out the FormDocument Everything Report as Necessary

Accident ReportingAccident Reporting

Have Your Renter;

Contact The Police Immediately. Fill Out The Accident Report Form

Fill Out The Claim Form Fax All The Documents To:

Corporate Claims ServiceFax # 215-355-5702

QuestionsQuestions

U.S. CHOICE AUTO RENTAL Initial Telephone and Internet Training For Basic Operations of a rental car...

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